Lead, Operations – Member Outreach & Impact

Blue Cross and Blue Shield of North Carolina; North Carolina; Hybrid; USD 67,000 - 107,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401k match

Paid time off

Tuition reimbursement

Parental leave and surrogacy support

Flexibility in work arrangement

Job summary

Blue Cross NC is seeking a Team Leader, Operations to guide the Risk Adjustment Concierge Member Outreach Team, oversee workload, coaching, and performance, and ensure compliant, high-quality service for members and customers.

You'll lead daily operations, coordinate with cross-functional partners, track trends, and foster a positive, accountable culture in a hybrid/remote-capable environment based in Durham, NC.

Qualifications

• Bachelor's degree or advanced degree and 3+ years of related experience; in lieu of degree, 7+ years of experience.
• Experience with contact center platforms and performance reporting is preferred.
• Strong leadership, coaching, and people-management skills.

Responsibilities

• Lead day-to-day workload to achieve business objectives and guide the team.
• Coach team members and conduct performance evaluations.
• Collaborate with cross-functional partners to address system/process gaps.
• Manage escalations and ensure high-quality member/customer service.
• Identify trends, perform root-cause analysis, and implement improvements.
• Represent the department on corporate initiatives when needed.

Skills

Team leadership

Coaching

Problem solving

Communication

Education

Bachelor's degree or advanced degree

Tools

Microsoft Excel

Microsoft PowerPoint

Microsoft SharePoint

Genesys Cloud

Power BI

Microsoft Teams

Outlook

Smart Desktop

Job description

Blue Cross NC is seeking a Team Leader, Operations to guide the Risk Adjustment Concierge Member Outreach Team, oversee workload, coaching, and performance, and ensure compliant, high-quality service for members and customers.

You'll lead daily operations, coordinate with cross-functional partners, track trends, and foster a positive, accountable culture in a hybrid/remote-capable environment based in Durham, NC.